This is the home of the Dolvin Consulting Blog. Dolvin Consulting is an Information Technology firm providing computer & technology services as well as finance software & ERP systems to companies in the retail, distribution, manufacturing, and related industries in New Jersey and Eastern Pennsylvania.

Page Links

Monday, June 10, 2013

A recent article posting asked the question about which
Enterprise Resource Planning (ERP) business areas are well suited for mobile
applications.I was happy to see that
this article question focused on the premise of “Business Areas” addressed.A
lot of focus today seems to be on the features and associated benefits of a particular
function.This is both good and
bad.It is good in the fact that, hey,
here is a technology that can be utilized to fulfill a business need.

Bad, in the sense,
that there is an assumption that the technology will solve all of your problems
simply, because it exists.

A lot of ERP solution providers have added/integrated
mobile technology in their operations.The
additions help businesses not, because they exist, but because of their
effectiveness in addressing a business challenge.We in general have this impression that
everyone should be using the latest technology for everything under the
sun.This is a false premise.Just because it exists, does not mean there
is a reasonable Return on Investment (ROI) or even if it is practical.

Just because a
given technology exists, does not mean it is practical.

Some companies consider themselves leading edge and try
to set the bar high for their competition.The thought seems to be that we are using the latest whatever and our competition
does not, so you should purchase from us.What most customers care about that I have talked with is high customer
service, responsiveness, timeliness and accuracy of deliveries.They would all like faster, but accuracy is
the most important component of an order.

Most people would
like a phone number prominently and easily found on the web page and a real
person to answer the phone, take responsibility and direct the call directly to
someone who can help.

This is not a technology solution.This is recognition and responsiveness to the
people and business that are trying to do business with you.They want to work with you.Are you using your technology to help your
staff help them?Or, is technology a
barrier to doing more business?

Social media is a good example.Social media is not a technology.It is a conversation and communications forum
for the people that are in your world.Social media uses technology as a delivery mechanism, but it is not in
itself technology.

An order may take x-amount-of-time, and unless it is an
emergency fulfillment.Purchasers build
that time delay into their ordering system.What they expect is that if you promise a delivery date, that date is
met barring unforeseen acts of God.If
the order is delayed, then down line customers are delayed and disappointed.This opens the door for the competition to
compete.

It is not the
technology that solves the challenge.It
is people.

I had a meeting recently with a prospect.What impressed me the most, is that the owner
made the customer a first priority.It
is part of their company culture.When
we left his office to take a look at their operations, he placed his name badge
on his shirt.When we walked through the
store, he stopped our conversation to help customers (more than once).That is customer service.

That is how I would
like to be treated when I am in a store.

At the end of our meeting I asked his advice on a
purchase, and made that purchase.I did
not have to do that, but I thought that, one, it is something I do need
regardless, and two, I wanted to see how I was treated at checkout.No discount, no special mention, just treat
me like anyone else in the store.How
well did their staff utilize the existing technology and how much of it was
their staff and mentoring.If I am going
to propose a new solution to his business, it had better enable them to
increase, not merely match, the current level of customer service.

So specifically, what mobile technologies exist to help
the business operations?

oI
must point out that there is a significant difference between consumer grade
equipment that tends to have lower upfront costs and industrial rated equipment
that can take, for example, repeated drops on the floor.

·Distribution of actionable information directly
to the hands of those who can utilize it to make more intelligent decisions.For example, a mobile sales force that is
front of their customers or prospects and can check inventory or take orders
on-the-spot.

·Notification of priority events.For example, notification that a customer has
gone over their credit limit.A key
purchase order has been received.Report
and information distribution.The sooner
you can get the information in the hands of decision makers, the better.

Really, unless it
is a computing intensive solution, mobile technology can be an asset to an
organization that needs their people to handle multiple functions at the same
time.

As economic concerns grow, businesses need to empower
their staff with the right tools to compete.It is important to recognize that technology alone will not help.Integrated solutions that utilize technology
as the delivery mechanism may be worth the investment.

Contact
us today to see how we can help you implement a solution that delivers high
customer satisfaction.Dolvin Consulting works with industry leaders
to deliver the right-fit solution for your challenges.Start the conversation today.We are here to help.